Subscription Renewal Review Call Process

Objective

The objective of the review calls is to ensure we have all the correct information for the subscription renewal, including pricing, dates, contacts, and training/listing needs.

1. Preparation

  1. Monthly review with Account Managers

    • Go through the monthly renewals sheet with the Account Managers to determine which clients/venues to contact.

    • Confirm who the responsible Account Manager is for each venue.

  2. Create a Freshdesk ticket

    • For each venue you will contact, create a Freshdesk ticket and:

      • Set the appropriate product/renewal category.

      • Add the venue details.

      • Note that this is a subscription renewal review call.

2. Contact & Follow-Up Timeline

2.1 Initial contact – telephone first

  1. Make initial contact with the venue via telephone.

    • Introduce yourself and explain that you are calling to review the subscription renewal details and ensure all listing information is correct.

  2. If you speak to the venue and discuss the renewal:

    • Conduct the review call (see section 4. On the review call).

    • After the call, send the canned response:

      • Canned response: Thank you for taking my call.

    • Update the Freshdesk ticket and monthly sheet.

  3. If there is no answer / you cannot reach the venue on the initial call:

    • Send the canned response:

      • Canned response: Subject: Request for Brief Call Regarding Subscription Renewal Details.

    • In the email, advise that:

      • You are reaching out to check some details on the listing with regard to the subscription.

      • You would like a quick 5–10 minute call to run through the details.

    • Record this in the Freshdesk ticket as a private note.

2.2 Escalation sequence if there is no response

If the venue does not respond (to calls or emails), follow this sequence. 


Log each call attempt and email in the Freshdesk ticket as a private note.

  1. First follow-up (approximately 2 weeks after initial contact)

    • Call the venue again.

    • If still no response:

      • Send the canned response:

        • Canned response: Schedule a review call – Chase email.

  2. Second follow-up (approximately 2 weeks after first follow-up)

    • Call the venue again.

    • If still no response:

      • Send the canned response:

        • Canned response: Final Renewal Chase Email.

  3. Third follow-up (approximately 2 weeks after second follow-up)

    • Call the venue again.

    • If still no response:

      • Send the canned response:

        • Canned response: Final Renewals Email.

  4. Fourth follow-up (approximately 2 weeks after third follow-up / auto-renewal)

    • Call the venue again.

    • If still no response and the subscription has auto-renewed:

      • Send the canned response:

        • Canned response: Renewals e-mail when subscription has auto renewed.

Note: At each stage, ensure all call attempts and emails are documented in the Freshdesk ticket, including dates/times and outcomes (no answer, voicemail left, email sent, etc.).

3. Information to Gather & Record (Freshdesk)

Once you have made initial contact (call or email), gather the following information and add it to the Freshdesk ticket as a private note:

  • Price of renewal

  • Date of renewal

  • Current subscription contact on the listing

  • Contacts on the account vs. listing

    • Review all contacts on the listing.

    • Note the last login dates, highlighting any outliers (e.g. very old access).

Continue to update this information as you receive responses or have calls with the client.

4. On the Review Call

When you are on the review call with the client/venue, you must:

  1. Share the renewal details

    • Confirm the price of the renewal.

    • Confirm the renewal date.

    • Ask if they need to raise a PO for the renewal.

  2. Confirm and clean up contacts

    • Ask them to verify the current subscription contact.

    • Ask if there are any contacts that should be removed.

    • Advise on last login dates for any outliers and ask if those contacts should remain active.

  3. Check for additional needs

    • Ask if they would like any training.

    • Ask if they would like to review the listing (content, images, packages, etc.).

Document all outcomes of the call in the Freshdesk ticket (private note).

5. Additional Ticket Handling

If, during the call, the client requests extra support:

  1. Client requires training

    • Book a training call and add to the diary

  2. Client wants to review the listing

    • Copy account manager into follow up email to book the review call

6. Final Steps

  1. Update the monthly sheet

    • Add/confirm:

      • Price of renewal

      • Renewal date

      • Confirmed subscription contact

      • Any contact changes

      • Whether training or listing review tickets have been raised

      • Call and email history (at a summary level)

  2. Close the Freshdesk ticket

    • Ensure all relevant information is fully documented.

    • Send the survey before closing the ticket, following the standard process.

  3. Maintain clear audit trail

    • The combination of the monthly sheet and the Freshdesk ticket should provide a complete record of:

      • All attempts to contact the venue.

      • Details discussed and confirmed on the call.

      • Any follow-up actions created (training, listing review, etc.).